Even if you have no prior experience, we have training classes starting soon to help you build the successful career that you want - apply today! We provide the support and structure, you provide the interest and motivation.

You like working with people. Even more so, you like helping them. This is your chance to join a team dedicated to helping our members and their families every day. In this joint role as a Customer Service and Claims Representative, you'll join us on a mission to not only deliver the best customer service in the health care industry, but the best customer service. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life's best work. SM

In this role, you play a critical role in creating a quality experience for the callers that you connect with and those that you correspond with. Every interaction gives you that opportunity to improve the lives of our customers and exceed their expectations. You'll spend the majority of your day by responding to calls from our members and help answer questions and resolve issues regarding health care eligibility, claims and payments. You'll also spend a portion of your time reviewing, researching and processing healthcare claims with the goal to ensure that every claim has a fair and thorough review.         

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7am-5pm PST). It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 20021 120th Ave, Suite 200, Bothell, Washington 98011.

To learn even more about this position, click here to watch a short video about the job:  [ Link removed ] - Click here to apply to Customer First Representative - Bothell, WA  (Note: these videos are labeled with our internal job title of Customer First Representatives)

Primary Responsibilities:

• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Review and research incoming healthcare claims from members and providers(doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
• Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan
• documents/certificates)
• Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Highschool diploma / GED (or higher) OR 10 years of equivalent working experience
• Abilityto work regularly scheduled shifts within our hours of operation including thetraining period, where lunches and breaks are scheduled, with the flexibilityto adjust daily schedule, and work over-time and/or weekends, as needed
• All newhires will be required to successfully complete the  Customer Service training classes anddemonstrate proficiency of the material

Preferred Qualifications:

• 1+ yearsof experience in an office setting,  callcenter setting or phone support role

Soft Skills:

• Demonstratedability in using computer and Windows PC applications, which includes strongkeyboard and navigation skills and learning new computer programs
• Demonstratedability to quickly build rapport and respond to customers in a compassionatemanner by identifying and exceeding customer expectations (responding inrespectful, timely manner, consistently meeting commitments)
• Demonstratedability to listen skillfully, collect relevant information, determine immediaterequests and identify the current and future needs of the member
• Proficientproblem solving approach to quickly assess current state and formulaterecommendations
• Proficientin translating healthcare-related jargon and complex processes into simple,step-by-step instructions customers can understand and act upon
• Flexibilityto customize approach to meet all types of member communication styles andpersonalities
• Proficientconflict management skills to include ability to resolve issues in a stressfulsituation and demonstrating personal resilience

There areseveral steps in our hiring process - it’s a thorough process because we wantto ensure the best job and culture fit for you and for us. In today’sultra-competitive job market, the importance of putting your best foot forwardis more important than ever. And you can start by completing all requiredsections of your application. (i.e. profile, history, certifications andapplication/job questions). Once you submit your resume, you’ll receive anemail with next steps. This may include a link for an on-line pre-screeningtest(s) (or what we call an assessment) that we ask you to complete as part ofour selection process.  You may also beasked to complete a digital video interview, but we will offer fullinstructions and tips to help you. After you have completed all of these steps,you can check on the status of your application at any time, but you will alsobe notified via e-mail.

Careersat UnitedHealthcare Employer & Individual. We all want to make a difference with the work wedo. Sometimes we're presented with an opportunity to make a difference on ascale we couldn't imagine. Here, you get that opportunity every day. As amember of one of our elite teams, you'll provide the ideas and solutions thathelp nearly 25 million customers live healthier lives. You'll help write thenext chapter in the history of healthcare. And you'll find a wealth of opendoors and career paths that will take you as far as you want to go. Go further.This is your life’s best work.SM

Diversity creates a healthier atmosphere:UnitedHealth Group is an Equal Employment Opportunity / Affirmative Actionemployer and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sex, age, national origin, protectedveteran status, disability status, sexual orientation, gender identity orexpression, marital status, genetic information, or any other characteristicprotected by law.

UnitedHealthGroup is adrug - free workplace. Candidates are required to pass a drug test beforebeginning employment.

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